Echo360

Revdex.com:
I have reviewed the response made by Echoin reference to complaint ID *** Their response informed me of facts about the *** that I did not know, namely that it is tied to an online subscription While the outcome is not what I wanted, it is within their right and I accept their response
Thank you,
*** ***

I am Echo,360, Inc. ("Echo360') General Counsel, the Respondent in the above-referenced matter. We are in receipt of your letter dated September 23, 2016 regarding a complaint filed by [redacted] ("Complainant) and are, hereby, Submitting Echo360's response to the complaint.The Complainant alleges...

that [redacted] purchased a used Echo,360 [redacted] HD ('[redacted]) from what we believe to be [redacted] University's surplus store' that does not function as he expected. The Complainant is now seeking to use the device independent of the university and is requesting Echo360 to provide him with access to its software.There are a few material facts related to Complainant's purchase and current request that the Better Business Bureu should be aware.First, it is important to point out that the [redacted] is not a stand-alone A/V device, like any other device a person would buy at retail a store or online. The [redacted] must be paired with a valid Echo,360 cloud-based Software as a Service license (Echo,360 License") to operate. Put simply, the [redacted] is a piece of a broader system, and the entire system is required for the [redacted] to work. This information is documented on all of Echo,360 documentation to its customers.Second. Echo360 does not sell its solution (Echo360 license plus one or more [redacted]s) directly to individual consumers. Instead. Echo360 sells its solution solely to academic institutions (such as universities) which use it to support teaching and learning across a fixed number of Registered Student Users ("RSU"). [redacted] University (which again we believe is the university that sold the device to the Complainant) originally'The complaint does not provide the name of the University that sold the device to the Complainant.purchased the [redacted] the Complainant now possesses in tandem with the Echo,360 License, and they are fully aware that this was required to operate the [redacted]. If it didn't, the university should have informed Complainant of this material fact before selling him the [redacted] Second hand.Third, Complainant contacted Echo,360's support organization and they suggested he leverages the license at his institution in order to avoid paying the additional Echo.360 License fees. Without having a detailed understanding of his use case, this was the most viable and economic solution from Echo360's perspective. Unfortunately, it appears that [redacted] University will not allow Complainant to utilize their license. Therefore, the only alternative solution for Complainant to utilize the device would be to purchase his own Echo,360 License. Echo360's customer support team may have not explained this option to Complainant, at the time he contacted them, as this team is not trained to sell Echo,360's services or products; instead, they are trained to support customers with a valid license.Even though, again, Echo360 does not sell its solution directly to consumers (and does not have a license fee for an "individual' user), in order to accommodate Complainant's request, Echo,360 is willing to sell Complainant a valid Echo,360 License to accompany his [redacted], which will be the smallest license Supporting 500 RSU (at our standard list pricing). Once he has a valid Echo,360 License, he could activate the [redacted] he has purchased from the university, get the latest [redacted] firmware update, manage the device from the platform and automatically distribute content to the requisite number of users.We trust our proposed solution will fit the Complainant's desired use case. However, if that is not the case, Echo,360 will need more specific information from the Complainant in order to better understand what he is trying to accomplish before we can offer other type of assistance/solution.Please let me know if you have any questions or need additional information.